How to Cancel the Order or Issue a Refund?

Sometimes purchases don't go as planned. At Palmstreet, we support sellers to cancel or refund orders for their customers. However, please kindly note that coupons are not refundable unless the couon is still valid and the order is processed via cancellation by the seller rather than refund.

Canllellation for Pending Shipments Orders

Just navigate to Profile > Settings > My Sales
> Ready to fulfill

Locate to click into the order of the buyer and scroll down to the bottom
> Cancel order

> Select the actual reason of the cancellation > Cancel order & notify buyer

Verify the Cancellation Status

If the customer requests a refund to recover a used coupon which has not yet expired, process an order cancellation instead of a refund. This ensures the valid coupon back to the customer's account.

Process Refunds in *My Sales*

Locate to click into the order of the buyer and scroll down to the bottom

> Issue a Refund > Selecting the Actual Reason for the Refund

> Next
Operate Full/Partial/Shipping Refunds based on the condition
Follow the steps on the screen to process it accordingly

Confirm the Refund

Verify Refund Status

Fully refunded

Partially refunded

Notes:
At present, Palmstreet covers Stripe fees related to refunds. If the Stripe fees surpass $50, please reach out to our customer service for a refund. The responsibility for these fees will either be transferred to the seller or the buyer.

FAQs

How Long Will the Refunded funds Reach the Original Payment Account?

Once the refund is procesed, it normally takes up to 7 business days for the funds to reach the orginal payment account, depending on the turnaround time of the bank.

When Can Seller Process Refund for Orders?

Our app used to support sellers processing refunds for orders which were created for no more than 30 days and now it is up to 90 days since the app version 8.8.12.

How Partial Refunds Impact Order Status?

A partial refund will not affect the order status. For example, if a partial refund is issued before shipping, the order will still remain in the 'paid' and 'ready to ship' status.

How the Palmstreet credits refund work?

Once the refund is processed, the credits used in the order will be available within 24 hours. Check the available credits by navigating to Profile > Settings > My credits

If you encounter any issues regarding refunds, please feel free to contact the Palmstreetsupport account along with your order number.